At the risk of coming across as an Apple Fan Boy, I’ve now had two great experiences with Apple support in the past month. The first one I detailed in a previous article where my MacBook suddenly stopped working and a call to tech support and a follow-up visit to the Apple Store fixed my issue. The second one I experienced on Thursday evening.

I bought an iPhone 3G and then bought some music from iTunes using it. I had previously done the same with an older iPhone, so was already used to the experience. I then synced my iPhone 3G to my computer, and as expected, the tunes I had purchased showed up in iTunes next to other previously purchased tunes. When I went to play the older ones, however, I was prompted to type in a password for authorization. I figured since the tunes were purchased using the new iPhone that there must be some authorization that needs to take place on my MacBook. Either that or it could be that I have a new logic board in my MacBook, and perhaps the DRM references that somehow? Regardless, I went through the process and typed in my password. It then told me that the song was authorized but for some reason iTunes continued to prompt me again and again for authorization every time I clicked play on the tune. I should also mention that the song would not play each time I received the “this computer is now authorized”.

Not knowing how to proceed next, I deauthorized my computer, and then when that didn’t work, rebooted. Feeling frustrated I searched the Apple site for a support e-mail address. I then stumbled on a link for live tech support for iTunes.

I signed on and was greeted by Erin. I have included the transcript from the chat below, but the summary of the story is that I explained my issue, then received a “Please click here for troubleshooting steps!” (the actual link has been hyperlinked for your pleasure)

Feeling like I had just been blown off I clicked on the link anyway, and to my surprise it actually brought me to a page related to my issue! So far that was two positives for Apple. The first positive being that the person responded via chat in under a minute.

I read through the support page quickly, figuring that I’d try it later but that chances are it wouldn’t work. I thanked her and was about to click close when she came back with a “Joel, I think I may have some information for you”.

The part that’s interesting here is that in any other tech support situation, when the person in need of support (me, in this example) says “bye”, the tech support rep usually sends through a bunch of pre-programmed “thanks for being a loyal customer … yada yada yada”. In this case, Erin was actually continuing to research my issue, without being asked to. Good thing she did because she immediately found the issue. It turns out that I had bought the music with a different account, and I apparently have three different accounts!

So, I went back into iTunes, as per her instructions, and authorized the computer using the account’s username and password–problem solved. I then converted all of my purchased tunes to MP3s so that I wouldn’t have this problem again.

So, am I an Apple Fan Boy? To be fair, I’ve had both positive and negative experiences with other manufacturers, too. Don’t get me started on the trouble I’ve had with Dell over the years, and I’ve even had very positive experiences with companies where others have had the exact opposite.

So, why does Apple continue to impress me? I believe it’s the fact that the Apple workers seem to really try to understand the issue. In the case of the laptop, The Genius tried everything he could think of before finally giving in and saying that it was the logic board. I also witnessed him doing something similar to another customer who had come in with an out-of-warranty MacBook, so I know it wasn’t just because mine was under warranty. Perhaps it was the Genius himself? Maybe it’s the way Apple trains its employees?

Regardless, I have a couple of homegrown machines, a Toshiba laptop, a Dell laptop, a Mac Mini and a MacBook, and in the future I think that a MacBook or Apple-infused laptop will continue to be the only way I go. On the desktop side, I still have no desire nor need for a Mac, so homegrown machines will always be my preferred option. I’m just hoping that I don’t need any tech support for any non-Apple products in the future.

Actual transcript below:

Duration (actual chatting time) 00:10:53
Operator Erin
info: Hi, my name is Erin. How can I be of assistance?
joel evans: i purchased music on my older iphone. i synced it to my macbook
joel evans: when i try to play it it wants me to put in my password. i do and it still doesn’t play
joel evans: it won’t sync to my iphone 3g either
joel evans: it wants me to authorize the computer, and i do, and it says that it’s authorized to play the song but when i hit “play” it asks me for my password again and the same thing happens again.
Erin: Please click here for troubleshooting steps!
joel evans: can you paste the link again? it doesn’t work for me
joel evans: maybe the actual html link?
Erin: http://support.apple.com/kb/TS1389?viewlocale=en_US
joel evans: ok. i’ll try later and chat again if i didn’t solve the issue.
joel evans: thanks.
joel evans: good to know it’s not just me.
Erin: You’re welcome
Erin: Joel, I think I may have some information for you
Erin: You have three accounts
Erin: So it’s most likely that you just haven’t authorized for all of them
joel evans: i have three?
joel evans: how can i see all of them?
joel evans: i think i only want two now
joel evans: sounds like i might have purchased using an older account
Erin: [Erin then gives me the three accounts — I omitted them for obvious reasons]
joel evans: ok. so, i probably purchased using [omitted] then.
Erin: The account name used to purchase is forever tied to a song
Erin: So you will always have to authorize for that account
Erin: That is how we keep things legal
Erin: So accounts cannot be merged
Erin: To authorize your computer, go to the “Store” menu along the top of iTunes and then select “Authorize Computer.”
Erin: You’ll enter your old account name and password and click “Authorize.”
joel evans: ok. i’ll try that.
joel evans: got it. that worked.
joel evans: ok, i’ll figure this mess out. too many accounts. :-)
joel evans: thanks so much for your help!
Erin: You’re very welcome
Erin: Thank you for choosing the iTunes Store!

Reader Comments

I only want to say that I recently bot an Apple TV and after working fine for about a week, something happened with my cable modem. The cable company sent a technician and he installed a new modem. My router works fine, my home network is up and running, iPhone, laptop etc. Apple TV, however, does not work anymore and there is no phone support for it, no email support for it, nothing but forum and I was not able find a single post with problem like mine. So here is your great Apple customer support.

wowbagger

I am being blown off at the moment by apple, I keep getting dead pixels on my new macbook. They keep saying what their pixel policy is instead of listening to my issue. after 3 screens it’s pretty clear it’s not related to the screen.
Apple support sucks big time!

James

Best support ever? Clearly you’ve never used Dell’s chat support. I can get any part of any Dell notebook delivered and installed at my office in <24 hours. All it takes is 2 minutes on their chat portal. Having had a few run-ins with apple support I wouldn’t characterize them as the absolute worst, but definitely near the bottom.

Jame

Holdcard

I’ve heard from a few people that Apple has great support. So far that has not been my experience. I’m new to Apple products so I don’t understand a lot. I know I’m unfamiliar with the system, that’s why I called for help.

I have a 3 week old Mac Mini (which so far I like), so today in order to get the podcasts I’ve been listening to mobile I got an Ipod Touch. Had some questions and found that Apple support is nothing more than referrals to some one else, who in turn refers you to others and eventually you come full circle.

Finally out of desperation I called customer support, and basically was told they do not support the Ipod unless I buy the extra support Apple Care or something like that.

Anyone know the real story? All the good things I’ve heard I must be calling the wrong numbers.

Holdcard

BTW you’re captcha is a real pain for those of us with less than perfect vision. I understand the need, but please take us older folks into consideration.

Mike va

Can you please email me the link for thallus chat support I can’t find it

Tkbral

Best support ever? Surely you never use some professional application from Apple.
Find someone from Apple really capable to answer questions about those software (for instance Final Cut Studio) is impossible. It doesn’t exist!!
They haven’t at least one guy good for it. and no e-mail too.
Apple is only for iphones.